Product Availability.

We will make every effort to ship the goods once payment has been received within the following working day.

The delivery times given are approximate and delays can sometimes occur. You will receive an email as soon as your order is dispatched.

You will gain legal ownership of the products you have ordered when the products have been delivered to you.

Changes and updates/improvements to products may occur without notice.

Shipping and Taxes.

International Air provides delivery in approximately 9-15 days around the world. 

Target delivery days are for major cities and exclude weekends and public holidays.

Courier delivery is also available to some destinations and takes 3-4 working days. Target delivery days are for major cities and exclude weekends and public holidays.

Delivery to other areas or where your item is dutiable or is held in customs may take a little longer.

The delivery times given are approximate and delays can sometimes occur. You will receive an email as soon as your order is dispatched.

You will gain legal ownership of the products you have ordered when the products have been delivered to you.

United Arab Emirates Taxes: All items purchased from customers within UAE, or Shipped to UAE will incur Goods and Services Tax (VAT) at a rate of 5% on top of the cost of goods and shipping. Our system will automatically charge you VAT in the shopping cart process.

All other countries: All our products are taxable. However, you may have to pay tax, duty, and/or clearance fees within your own country.

As general rule goods shipped by Courier or Airmail with Tracking are more likely to incur tax, vat, etc.

The importer is ultimately responsible for paying any tax, duty, and/or clearance fee owed on an import.

How much tax if any? We cannot tell you if you will pay tax, duty, and/or clearance fee as this is not up to us but the destination country's customs department. 

Once the order has been placed.

An automatic email is sent to you with the order details with any payment instructions if required.

We reserve the right to not supply goods for any reason and return payment.

We will make every effort to ship the goods once payment has been received within the following working day.

On some occasions, we are required by the card issuer to perform additional security checks on the payment card, which can delay the order until the card has been authorized.

Once payment is confirmed and goods are shipped you will receive another email from us including any tracking details if applicable.

Cancellation Process.

To cancel an order before it shipped, please contact us at admin@soulartsts.net

If the order has not yet been shipped and is canceled and payment has already been made, we will refund you the purchase price. And deduct a 5% administration fee.

If the order has been shipped then you must return the unwanted products to us unused and in their original packaging at your risk and at your cost within 15 days of delivery. We will credit your payment with the cost of the unwanted product.

Financial information that is collected is used to bill the user for products and services and then deleted from the secure servers' locked database. No financial information is stored on the website server. An SSL Server Certificate will enable SSL (secure socket layer), giving you the ability to communicate securely. SSL protects all communications; credit card orders and protects sensitive personal information. SSL security makes eavesdropping almost impossible.

On some occasions, we are required by the card issuer to perform additional security checks on the payment card, which can delay the order until the card has been authorized.

You can change what currency is displayed in the shop by using the drop-down selection in the top right corner of the shopping pages.

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Please click here to contact our support team.

If the parcel goes missing.

All items shipped by us come with no shipping insurance. However, to help receive your parcels please have your street number clearly marked outside your address for the postman/courier driver

If your item has not arrived by the stated time please contact us so we may investigate the order status.

If you have had delivery problems in your area it is advisable to use delivery with the tracking option as it is much faster in those circumstances.

Please click here to contact our support team.

The Soul Artists Hassle-Free Warranty

At Soul Artists we have a 12-month warranty/replacement process from the manufacturer on all items purchased from us in the unlikely event that a fault occurs. This does not include claims arising from abuse or misuse.

Most products can be recycled or reused locally, reducing the carbon footprint by not having to send items back and forth.

All warranty/replacement claims must be made within the 12-month warranty period.

If any products are faulty, incorrect, or damaged in transit to you, you must first contact our support team. Please click here to contact our support team.

In most cases the return of the damaged product is not necessary. We will not reimburse the cost of shipping items back to us unless we have instructed you to do this.

We reserve the right to replace at our cost or refund the cost of the damaged or faulty goods.

Returns and Refunds.

A refund or return only applies if the product received by the customer is defected or does not match the item they selected on checkout. (If the product sent has no defect then the order is non-refundable).

In the case a refund or return applies, all warranty/replacement claims must be made within a 7-day warranty period.

If the order has not yet been shipped and is canceled and payment has already been made, we will refund you the purchase price excluding a 5% administration fee.

If you feel you wish to return the goods for any other reason for a refund with return postage paid by you please return goods to us unused and in their original packaging to our sales offices, including your order number or name and address.

Unwanted Product returns can be shipped to (street/courier address):  Soul Enterprises FZ LLE G6 Botanica, Jumeirah Village Circle Dubai United Arab Emirates

Once goods arrive in our offices, we will refund the cost of the goods minus an administration fee of 5% and contact you via email to let you know.

Although we refund credit card payments immediately, your bank can still take up to 6 days to process and put the funds back into your bank account.

Please allow up to 2 working days for us to process the refund via Stripe or Bank Transfer.

If there are any concerns please contact our support team.

Please click here to contact our support team.

Ordering the wrong size.

We understand it can be difficult to always order the correct length. Our support team is happy to help you at any stage to make sure the product you order is the correct size for you.

If you find the set you received is the wrong size for you please contact our support team to help you. Quite often we have a simple solution to help you get the item adjusted or replaced.

Most practice poi sets with nylon cords can be adjusted.

Fire poi with Stainless steel cords are non-adjustable, however, you can purchase new cords.

Fire poi with chain can be adjusted shorter. However, you cannot re -lengthen them or make them longer without special links and connectors. Chain is available separately or you can purchase new cords.

Something is wrong!

Please note that some of our processes are manual and errors can arise. We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimise inconvenience and disappointment that may be caused.

Please click here to contact our support team.

Complaints.

We aim to provide outstanding customer service. If you have any complaints about the service you have received from us, please contact our support team.

Please note that some of our processes are manual and errors can arise. We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimise inconvenience and disappointment that may be caused.

Please click here to contact our support team.

Jurisdiction.

This website and shop are governed by and are to be interpreted in accordance with, the laws of the United Arab Emirates. 

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